Lead IT Help Desk Specialist

Lead IT Help Desk Specialist

Base pay range: $65,000.00/yr - $75,000.00/yr

Location:

Carlsbad, CA – 200+ person office with remote office support.

Job Overview: The Lead IT Help Desk Specialist will support our desktop/phone systems, server/network equipment, and coordinate with Human Resources to prepare equipment for new hires. Reporting to the Director of Information Technology, you will provide exceptional customer service while handling phone and email requests from internal users and act as a lead point‑of‑contact for escalation.

• Answer, respond to and document technical assistance requests for internal users through Jira
• Delegate and escalate technical issues to the appropriate IT support specialist
• Lead the team in resolving IT issues and Jira tickets with extreme efficiency and customer satisfaction
• Provide high-quality support through courteous, prompt, and accurate communication
• Troubleshoot and resolve Windows and Apple hardware and software issues
• Troubleshoot LAN connectivity issues
• Setup and deploy computer equipment for new employees including VOIP telephones
• Troubleshoot printer and copier issues
• Active Directory troubleshooting
• Maintain documentation and records of technical requests and flag discrepancies or inconsistencies to supervisor
• Work with remote users and offices to assist with computer issues
• Provide support for general network connectivity with users; work with network connectivity vendors to troubleshoot local issues as required
• Support conference room setups when requested
• Proactively identify opportunities to improve remote user support processes
• Assist with department projects and implementation of new processes
• Ability to lift up to 70lbs
• Other duties may be assigned

• Direct experience in an IT Help Desk or Support role
• Working knowledge of Windows and Apple desktop/laptop hardware, operating systems, and popular software packages (Microsoft Office 365, Adobe Creative Suite, etc.)
• Proven success troubleshooting and supporting LAN issues
• Ability to identify problems and resolve them quickly
• Multitasker with strong prioritization skills when managing multiple tasks
• Detail oriented, well organized, and able to thrive in a fast‑paced environment
• Performs well under pressure while maintaining accuracy and professional demeanor
• Strong written and verbal communication skills; personable and effective communicator with people at all levels
• Enjoys working in a collaborative environment as well as individually
• Self‑motivated, inquisitive, proactive, and displays strong initiative

• Previous working experience with VOIP phones/Technology, specifically hosted VOIP
• Experience in supporting audio/visual setup in conference rooms
• Working knowledge of Microsoft Intune

Build the Business. Build the Brand.
At Havas Edge we influence people to act by combining multi‑channel marketing and commerce plus the creative and technology that powers them. Our work results in profitable growth and lasting relationships between customers and our client’s brands.

Havas Edge is an award‑winning international performance marketing agency with a proven track record of helping clients succeed. We’re an integrated agency that embraces every media channel, a creative powerhouse that loves data and analytics, and a passionate partner committed to giving clients more for less. With expertise across all digital, broadcast and media domains, we help our clients build their businesses and brands - in that order.

Havas Edge is also part of the Edge Performance Network, a full‑service, global performance marketing network. The Edge Performance Network offers clients expertise in all aspects of performance marketing, from analytics to strategy, creative and production, media planning and buying across all channels, as well as the industry’s best attribution and modeling capabilities.